We value your satisfaction and strive to provide a seamless experience with our services.
If for any reason you’re not fully satisfied, we offer flexible change and return options in accordance with our policy guidelines.
Please review our full terms to understand eligibility, timelines, and procedures.

1. Permanent Nanny

• Initial Booking Fee: An initial payment is required to begin the search process for a nanny. This amount is non-refundable.

• Final Payment: The final payment will be made after completing the two-week trial period with the nanny. Once this period is over, there will be no refund. If you are not satisfied with the nanny within these two weeks, we will conduct another search at no additional cost.

• Contracts: Contracts with permanent nannies will have a minimum duration of 3 months, with a minimum of 4 hours of service per day. If, for any reason, the contract is not fulfilled during the agreed 3-month period, the agency must be notified at least 2 weeks in advance. The parties (family and nanny) will need to agree on whether a penalty or cancellation fee will apply, which will be discussed and agreed upon beforehand.

• Payment Relationship: Once the agency has successfully assigned the appropriate nanny and the two-week trial period is complete (which must be paid in accordance with the agreed amount for the nanny), the relationship regarding payments, insurance, and any other related aspects will be managed directly between the family and the nanny. Families and nannies are encouraged to establish clear agreements regarding overtime pay, benefits, and any other financial aspects before beginning the employment relationship.

• Insurance: Both the family and the nanny must have their own liability insurance, thereby protecting both parties in the event of incidents or injuries that may occur during the service.

• Dispute Resolution: The parties agree to follow a mediation procedure for resolving any disputes that may arise between them before proceeding to legal action.

• Compliance with Regulations: Both parties agree to comply with local, state, and federal regulations related to employment, safety, and health.

2. Casual Nanny

• Initial Booking Fee: An initial payment of $250 is required to begin the search for a casual nanny. This amount is non-refundable, as it provides access to the search for casual nannies for a period of 6 months.

• Refund for Unavailability: A 100% refund of the daily fee will be provided if we are unable to find a nanny for the requested day. This refund will be processed within a reasonable timeframe once unavailability is confirmed.

• Last-Minute Cancellation: At BIG TASK MATES, we understand that plans can change. However, to ensure fairness to our nannies who provide valuable services, we have established the following cancellation policy:
Cancellations Made Less than 24 Hours Before Scheduled Service by Clients:
– The client will receive a 50% refund of the amount paid to the agency.
– The client will be required to pay a one-time fee of $50 AUD directly to the nanny as compensation for the late cancellation.

This policy is designed to protect the time and availability of our nannies while encouraging clients to plan their services thoughtfully.
Cancellations Made Less than 24 Hours Before Scheduled Service by Nannies:
If a nanny cancels with less than 24 hours’ notice, the client will receive a full refund of the amount paid to the agency.
The agency will make every effort to provide a replacement nanny at no additional cost to the client, subject to availability.

• Minimum and Maximum Hiring Time: For the casual nanny service, a minimum hiring of 4 hours per day is required. Additionally, families can hire a casual nanny for a maximum of 2 consecutive weeks, ensuring that the service remains flexible without transitioning into long-term care.

• Flexibility in Changing Casual Nanny to Permanent Nanny: If a family wishes to convert a casual nanny into a permanent nanny, they must notify the agency. This change will require an additional payment of $500 AUD to the agency to cover the formalization process. However, if the family has used the casual nanny’s services on multiple occasions, a discount on this fee may be offered, encouraging continued use of our services.

• Payment Relationship: The client must pay Big Task Mates a fee for each day of hiring the nanny. The agreed payment to the nanny will be made directly to her. Families and nannies are encouraged to establish clear agreements regarding overtime pay, benefits, and any other financial aspects before beginning the employment relationship.

• Insurance: Both the family and the nanny must have their own liability insurance, thereby protecting both parties in the event of incidents or injuries that may occur during the service.

• Dispute Resolution: The parties agree to follow a mediation procedure for resolving any disputes that may arise between them before proceeding to legal action.

• Compliance with Regulations: Both parties agree to comply with local, state, and federal regulations related to employment, safety, and health.

3. Cleaning Service

• Initial Booking Fee: An initial payment of 30% of the total service amount is required to execute the booking. This amount is non-refundable in the event of last-minute cancellation by the client.

• Service Quote: Big Task Mates will inquire about the client’s needs and provide a total quote for the cleaning service.

• Total Payment: The money will be paid directly to Big Task Mates. After completing the service, the remaining 70% of the total amount will be due.

• Refund for Unavailability: A 100% refund of the amount paid will be provided if we are unable to provide a cleaning professional for the requested date. This refund will be processed within a reasonable timeframe once unavailability is confirmed.

• Last-Minute Cancellation: If the client cancels the service request with less than 24 hours’ notice, the 30% initial payment will not be refunded.

• Insurance: Both the family and the cleaning professional must have their own liability insurance, thereby protecting both parties in the event of incidents or injuries that may occur during the service.

• Dispute Resolution: The parties agree to follow a mediation procedure for resolving any disputes that may arise between them before proceeding to legal action.

• Compliance with Regulations: Both parties agree to comply with local, state, and federal regulations related to employment, safety, and health.

4. Amendments

Any changes to this policy will be communicated to clients in writing. Clients will be required to acknowledge receipt of any amendments. Continued use of the services after such changes will constitute acceptance of the new terms.